Summary
Overview
Work History
Education
Skills
Timeline
Generic

NIKHIL BACHINA

Calgary,AB

Summary

Results-driven IT & Software Support Analyst with around 3 years of experience in troubleshooting software, hardware, and SaaS applications. Adept at efficiently resolving client issues and supporting hardware upgrades and application rollouts. Known for collaborative teamwork and delivering top-notch customer service to both enterprise and SMB clients. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.

Overview

6
6
years of professional experience

Work History

Cloud Engineer

SYMEND INC
06.2022 - Current
  • Provided expert-level troubleshooting and resolution of client data and SaaS application issues, ensuring minimal downtime and maximum client satisfaction
  • Understanding of traditional SDLC, latest AGILE & SCRUM, and DevOps methodologies
  • Orchestrated seamless communication and collaboration between clients and Software Engineers as Incident Commander, resulting in 20% reduction in resolution time and ensuring continuous operational efficiency
  • Proactively monitored and optimized web application and database performance, leading to 15% increase in system efficiency and user satisfaction
  • Addressed ETL data challenges and client communication issues using advanced SQL and Azure solutions, ensuring seamless data integration and flow
  • Managed outages and release-related challenges with focus on maintaining data integrity and system stability, minimizing disruptions
  • Enhanced functionality and streamlined daily operations
  • Proficient in leveraging API calls for configuration adjustments, resolving export failures, and managing encryption keys, ensuring seamless application support and data integrity
  • Implemented centralized logging strategies and best practices to ensure comprehensive coverage of application logs across distributed environments, facilitating seamless troubleshooting and debugging across multiple components and microservices
  • Investigated and documented issues in tickets related to client data and SaaS applications, collaborating closely with Software Engineers for efficient resolutions
  • Optimized performance metrics for web applications, databases, and associated services through strategic configuration changes, ensuring optimal user experience
  • Resolved ETL data ingestion and client data communication issues by leveraging SQL scripts and troubleshooting Azure functions, maintaining seamless data flow
  • Mitigated impact of outages and releases on application functionality, ensuring 95% uptime rate and minimizing disruptions
  • Innovated by developing, testing, and implementing new Azure functions, resulting in 20% increase in functionality and daily operational support
  • Collaborated across teams to meet functional and system requirements, facilitating successful client onboarding and migrations with efficiency and precision
  • Executed code scripts (SQL, Python) for assigned tickets, projects, operations, and fixes, ensuring adherence to Agile development and release cycles
  • Administered code deployments, ensuring seamless delivery of new releases and patches within Agile development and release cycles, minimizing disruptions
  • Created and maintained comprehensive internal technical documentation and knowledge articles for customers, enhancing user understanding and support efficiency
  • Configured monitoring and alerting solutions such as Geneos and Datadog to proactively monitor application performance and infrastructure health, reducing downtime by 20% through early detection and resolution of issues.
  • Managed installation, upgrade and deployment projects and provided on-site direction for network engineers.
  • Managed use of various types of databases and configured, installed and upgraded new ones.
  • Championed adoption of DevOps principles within organization, driving increased collaboration between development and operations teams.
  • Worked with cloud architect to generate assessments and develop and implement actionable recommendations based on results and reviews.
  • Contributed to product improvement initiatives by providing valuable insights based on hands-on experience with various cloud engineering tools and frameworks.

Technical Support Specialist

Life Insurance Corporation of India
05.2018 - 05.2019
  • Support product deployment lifecycle for new releases, standards, and patches, ensuring smooth implementation and adherence to standards
  • Reviewed and validated customer data to maintain accuracy and integrity throughout collection process
  • Engaged directly with business users and decision-makers to gather requirements and define work plans
  • Maintain up-to-date support documentation and publish it in prescribed tools according to bank's standards, facilitating efficient knowledge transfer and support processes
  • Developed intricate SQL queries to extract desired results and orchestrated data loads for various functional scenarios, ensuring data accuracy and consistency
  • Collaborated closely with L2 support team to promptly resolve customer issues via email/call support, ensuring high levels of customer satisfaction
  • Remotely configured client servers and software, proactively ensuring system stability and minimizing potential disruptions
  • Orchestrated downtime plans and activities for patch upgrades, minimizing service disruptions and maintaining system availability
  • Monitored Azure DevOps and Service Now ITSM tools, generating KPI and analytical reports in Service Now to enhance operational efficiency
  • Achieved outstanding 90% closure rate for Incidents on first call/request, documenting support procedures, and optimizing issue resolution processes in SharePoint
  • Supported data extraction, transformation, and loading (ETL) from heterogeneous source systems such as SQL server, FTP, JSON, and flat files, ensuring seamless data integration and flow.
  • Monitored system performance to identify potential issues.
  • Helped streamline repair processes and update procedures for support action consistency.
  • Generated reports to track performance and analyze trends.
  • Researched and identified solutions to technical problems.
  • Used ticketing systems to manage and process support actions and requests.
  • Served as a subject matter expert within the team for specific technologies or products, sharing knowledge with colleagues when needed.

Education

Post Graduation Diploma - Computer Science

Montreal College of Information Technology
Montreal, QC
06.2021

Bachelor of Science - Computer And Information Sciences

Satyabhama University
Chennai, India
05.2018

Skills

  • ITIL Framework
  • Postman
  • Datadog
  • Geneos for IT management
  • Computer architecture
  • Networking (TCP/IP, RDP, VPN, DNS)
  • MS and Linux servers
  • Microsoft (SQL Server, SharePoint)
  • Jira
  • Zendesk for collaboration
  • Programming (C#, C, Java, HTML, Python, Shell, SQL)
  • Tools: GitHub
  • Visual Studio
  • SQL Server
  • Azure
  • AWS
  • Power BI for development and cloud management

Timeline

Cloud Engineer

SYMEND INC
06.2022 - Current

Technical Support Specialist

Life Insurance Corporation of India
05.2018 - 05.2019

Post Graduation Diploma - Computer Science

Montreal College of Information Technology

Bachelor of Science - Computer And Information Sciences

Satyabhama University

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